Job Description

: Job Title: Senior Executive ? Digital Support Job Type: Permanent, Full-time Function: Digital Transformation Business: Godrej Agrovet Location: Mumbai, Maharashtra, India About Godrej Agrovet: Godrej Agrovet Limited (GAVL) is a diversified, Research & Development focused agri-business Company dedicated to improving the productivity of Indian farmers by innovating products and services that sustainably increase crop and livestock yields. GAVL holds leading market positions in the different businesses it operates - Animal Feed, Crop Protection, Oil Palm, Dairy, Poultry and Processed Foods. GAVL has a pan India presence with sales of over a million tons annually of high-quality animal feed and cutting- edge nutrition products for cattle, poultry, aqua feed and specialty feed. Our teams have worked closely with Indian farmers to develop large Oil Palm Plantations which is helping in bridging the demand and supply gap of edible oil in India. In the crop protection segment, the company meets the niche requirement of farmers through innovative agrochemical offerings. GAVL through its subsidiary Astec Life Sciences Limited, is also a business-to-business (B2B) focused bulk manufacturer of fungicides & herbicides. In Dairy and Poultry and Processed Foods, the company operates through its subsidiaries Creamline Dairy Products Limited and Godrej Tyson Foods Limited. Apart from this, GAVL also has a joint venture with the ACI group of Bangladesh for animal feed business in Bangladesh. For more information on the Company, please log on to Role is a part of the IT/Digital team and hence candidates who have worked extensively on Digital (non-SAP applications) application user support, complaints management are the right fit. Job responsibilities: User support & resolution management

• Provide guidance to users on proper use and features digital solutions.
• Understand user complaints, ask right questions, and classify complaints with right owners.
• Update knowledge base with technical documents, procedures, troubleshooting guides.
• Resolve technical issues, strive for high first-time resolution and customer satisfaction scores.
• Manage ticketing system for comprehensive database of tickets, issue classification and RCA.
• Deliver regular training tips to system admin/business representatives.

System monitoring & SLA management

• Actively monitor batch jobs, integrations, planned activities and intervene in case of failure.
• Prepare maintenance plans, upgrades, scheduled activities for digital solutions.
• Manage active coordination & closure with SAP, Infra and partner support teams.
• Manage SLA for business users driving prompt resolution with internal and external owners.
• Create and execute test cases for new features in the application and dashboards, ensuring functionality and performance meet business requirements.

Testing, deployment and adoption tracking

• Document test cases, execution results, and any identified defects for future reference and process improvement.
• Participate in daily scrum calls, providing updates on progress, challenges, and potential risks.
• Analyze data from a process perspective, identifying gaps and areas for improvement.
• Highlight & track identified gaps, timely resolution & closure with relevant stakeholders.
• Adoption tracking for the applications

Key stakeholder interactions:

• Business team members
• IT team (Infra and SAP)
• Digital team

Ideal profile- Keywords: Digital application support, Level 1 troubleshooting and support, Business applications support, SLA management, Root cause analysis, Business Analyst Key skills:

• Quick learner and ability to interact with cross functional stakeholders.
• Gather good understanding of the organisation?s digital, IT systems and user behaviour.
• Customer service orientation- listening ability and patience to understand issues.
• Good verbal and written
• Ability to analyse complaint data and create meaningful next steps for root cause closure.
• Knowledge in JIRA or similar product management tool

Qualifications & experience:

• Educational Background: B.Sc (IT), degree in Computer Science, Information Systems, or a related field.
• Experience: Minimum of 3 years of relevant experience

Godrej & Boyce